長期照顧管理中心的服務滿意度調查

A Satisfaction Survey of Municipal Long-Term Care Management Centers

蔡玉霞(Yu-Hsia Tsai) ； 彭馨穎(Hsin-Yin Peng) ； 江佩珊(Pei-Shan Jiang) ； 林邵慈(Shao-Tsz Lin) ； 涂慧慈(Hui-Tzu Tu) ； 劉佳柔(Jia-Rou Liu) ； 史麗珠(Lai-Chu See)

《台灣醫學》 19卷4期 (2015/07) Pp. 335-345

https://doi.org/10.6320/FJM.2015.19(4).02

摘要

調查接受長期照顧服務的民眾對長期照顧管理中心（以下簡稱「照管中心」）的滿意度，以作為改善參考。以某縣、市2013年1－5月長期照顧新核定通過個案為研究對象，依區域採分層隨機抽樣，以結構式問卷進行電話訪問。利用卡方檢定、ANOVA和線性複迫歸作單變項及多變項分析。樣本數877人。個案得知長期照顧服務之訊息來源以親朋好友最多（33.7%），其次從醫院或護理人員（21.7%），區公所、鄉公所或鎮公所（10.3%）及網路（7.3%）。多數人對於照管中心整體表現滿意（89.9%）。不滿意的原因包括：宣導、申請程序、服務內容和服務機構不一致等問題。照管中心的綜合滿意度以百分比例（%）表示，為94.8±15.30線性複迴歸結果顯示區域、受訪者年齡、個案身分別與照管中心的綜合滿意度有統計顯著意義。個案或家屬對照管中心滿意度非常高，不滿意的原因有宣導、申請程序、服務內容和服務機構不一致等問題，提供照管中心作為未來改善的參考。

關鍵字

長期照護 ； 長期照顧管理中心 ； 滿意度

並列摘要

We surveyed the satisfaction level of the Municipal Management Center of Long-Term Care Program in Taiwan in order to improve the service accordingly. We conducted telephone interviews with a structured questionnaire. Calling lists were obtained using stratified (by regions) and randomized sampling from those who applied for long-term care service from January to May 2013. The chi-square test, ANOVA, and linear multiple regression were used for univariate and multivariate analysis. A total of 877 participants were obtained. Information source about the municipal program of long term care was mainly from family/friends (33.7%), followed by hospital/nurses (21.7%), public offices (10.3%), and websites (7.3%). Most participants were satisfied with the management center (89.9%). Reasons of dissatisfaction were insufficient public announcement, complicated application procedure, insufficient content of the services, inconsistence between different parties, bad feeling for certain institutes which provide the long term care service. The level of overall satisfaction was 94.8%. Multiple linear regression revealed that region, age of the interviewees, applicant's subsidized category were significantly associated with the level of overall satisfaction of the center. The level of overall satisfaction about municipal management center of long term care program was very high. The reasons of dissatisfaction were insufficient public announcement, complicated application procedure, insufficient content of the services, inconsistence between different parties, bad feeling for certain institutes which provide the long term care service.

並列關鍵字

long-term care ； management center ； satisfaction

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